Since business involves interaction with consumers or end users. We can say customer interaction profile indirectly represents the success rate of the business or status of the business. As the customer interaction profile reflects the status of the business. Customer interaction management (CIM) is a topic related to customer interactions, which helps to provide useful tips and tricks to manage the customers while answering to their questions or to communicate product related awareness message. The CIM is responsible for managing the interaction between an organization and its customers. There are different CIM software are available in the business market. Now-a-days business owners are using different CIM software as a part of their business promotion. According to new era business entrepreneurs and owners, CIM is a type of Enterprise Software Application which is responsible for managing the interaction between an organization and its customers.
Coming to the details of CIM, it is one of the management subjects to be understood and implemented effectively by every business manager to obtain optimum productivity for the business. It has been proved many times that managers could get the optimum productivity from the contact centre staff. Managers should ensure to handle the maximum number of queries or calls of the customers per hour and they should insist to keep the queue size down. We all know that most of the businesses are providing customer care services through customer care centers employing company representatives to answer the queries raised by customers and to promote the product. So customers will make a phone call to the customer care center and talks with a representative to clear their doubts regarding the services offered through a product and the charges specified in the services. That means, companies need to manage inbound calls, which are coming from the customer end to the customer care center of the business firm regarding a query on the a product or service. Similarly, companies also make calls to the customers listed on high priority known as outbound calls. Companies or business agencies need to manage inbound calls. Strictly speaking, interactions between customers and companies happen through many channels including telephone (voice, SMS and IVR), email and web chat. So customer interactions can be categorized into two, namely inbound interactions and outbound interactions also known as inbound calls and outbound calls.
Since, Inbound interactions or inbound calls involve the customer calling because they wanted to have something at that time – information about a product or help regarding a problem with the service or product. Inbound calls will give an opportunity for the contact centre agent to interact with the customer who is ready to share information. Similarly Outbound interactions also important for business managers of the company.
Since Outbound interactions are also known as outbound calls. Companies do outbound calls targeting particular customer groups based upon the data available with the company about their interests, hobbies and purchase history. There are several customer interaction management methods to be followed by business managers to reach the objectives of the business. Since the success rate of both inbound and outbound interactions or queries totally depends up on the companies understanding about the customer. CIM methods followed will play key role in effective and efficient dialogue with the customer. So, a few of the important methods involved in CIM are keeping single interface for various data sources to ensure the consistent professional approach. Another one is having a CIM system that will change in real-time the information displayed to the agent based upon the service the customer requires.
Other important CIM methods are,
- Ensuring excellent telephone experience for the customer or caller by handling the calls or queries in a professional polite manner.
- Having all the answers to the queries raised by customers at the agents finger tips.
- Dealing with the problems of the customers efficiently
- Upselling the additional extra item specified for business promotion in the appropriate time, which the caller did not even realize they needed when they called.
- Keeping single interface for various data sources to ensure the consistent professional approach
- Having a CIM system that will change in real-time the information displayed to the agent based upon the service the customer requires
Any company or business firm will surely reach its objectives, if it follows the above discussed and specified customer interaction management methods. However, it is always advisable to the companies and business owners to consult any branded agency such as Saroj Ad creators reputed in such business promotion activities.
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